Serenity Day Spa - Old Town — Local services in Alexandria

Update: Increasing my stars as the manager reached out to me and was very kind about the whole situation. Thank you!!

We scheduled a set of pedicures and massages for Mother's Day. First, they told us to come early to help with their scheduling and we did - even ending our brunch early, but then they had us sit until our original appointment time. Upon check in we confirmed we would have one regular and one pre-natal massage. We did our pedicures first, which were great. My pedicurist confirmed my massage at the end of my pedicure and had me wait in the relaxation room. I waited 30 minutes before going and asking what was happening with my massage where they proceeded to tell me it had been canceled. This was after several points of confirmation along the way. They then told me it wasn't their fault rather the manager's fault, who was not there. But they had ample opportunities to tell me it had changed since I had been there an hour and a half already. Then they told me it was because I was in my first trimester (I am not, I'm well into my pregnancy) and I had never said that. So then I had to sit there waiting for my friend to finish. The whole thing was frankly really mismanaged. It is not easy for moms to take a day to go pamper themselves and they not only didn't provide what they confirmed they would, nor did they even tell me that it was canceled, but they didn't seem to care or even try to rectify it. I would not recommend this place until they get things together better. Truly a disappointing experience on what was supposed to be a nice day of...

I was so excited to find this spa in my new neighborhood as I really enjoy my spa services. I booked a 25 minute carpal massage to try to relieve the pain of tennis elbow. The therapist was running late and apologized for keeping me waiting...no big deal things happen. I thought he would still provide the full service but he was apparently trying to make up time because I was only treated for 20 mins. When I commented I thought the treatment was longer, he said it was 25 mins. I certainly did not want to make a scene and debate with him in a "serene environment" and thought I would ask about the time I should expect a service to be. BTW - he had a digital clock in the treatment room that read 4:09 when he was explaining where to hang my robe and left the room to allow me to get situated. No less than one minute later he came back in. Then, when he left the room to allow me to dress I noted the digital clock read 4:31. Now, I am not a mathematician but to me this adds up to no more than 20-21 minutes of actual treatment. Curious about when the clock actually begins with a massage at this spa, I asked the cashier who said "this woman thinks she only had 20 minutes" to another woman at the reception desk. This other woman very definitively confirmed the actual massage should have been 25 mins and then both heads looked away. The cashier continued to charge the full amount with no apology, no trying to confirm, no guest service at all! In the future, I will confirm with the therapist start and end times so there is no...

THEY EXPIRE GIFT CERTIFICATES WITHOUT NOTICE. NOT A "SMALL LOCAL SPA" - OWNED BY U.S. FITNESS HOLDINGS (owner of Sport and Health and OneLife Fitness)

Bought a couples valentine's day massage package for $225 in Feb 2020. Scheduled service for March, canx because of onset of COVID pandemic and spa was closed. We ended up moving across country in May 2020. I called once they reopened, was told "no problem, we will put a credit on your acct for use towards any other full price service." Great. Finally returning to DC for first time in May '22, call to schedule massage and was told "we see the acct credit, but it expired in Dec '21." Told there was nothing that can be done based on this "corporate policy." At my behest, they appealed to "corporate" who declined to let me spend the money I gave them; claim they are "so sorry." So I'm just out $225.

Completely asinine decision that is totally in their hands to control. If I'd have known of expiration policy, I would have gifted the credit to a local friend prior to expiration. If you want to expire the promotion associated with a purchase, cool, but expire actual unused funds?! Horrendus. Crazy.

Only come here if you're prepared to pay for your service on the same day and are fine with supporting a terrible, inflexible "corporate" holding company that doesn't care about you in...